Concurrent emergency call routing enabling a monitoring device operator to join an emergency call

ABSTRACT

A software platform includes emergency event processing functionality for detecting and mapping emergency event occurrences. The emergency event processing includes call path processing for concurrently routing an emergency call from a device registered with the software platform for a customer thereof to a public safety access point and to a monitoring device of the customer. The concurrent routing enables an operator of the monitoring device to join the emergency call, for example, by monitoring the call to determine how to notify other operators of the customer of the subject emergency event or by participating in the call to assist in the emergency event response. The concurrent routing may further automate, and therefore expedite, the signaling of an emergency event to others at the location of the emergency event, such as to prevent further risk of harm.

CROSS-REFERENCE TO RELATED APPLICATION(S)

This disclosure is a continuation of U.S. patent application Ser. No.17/162,543, filed Jan. 29, 2021, the entire disclosure of which ishereby incorporated by reference.

BACKGROUND

Enterprise entities rely upon several modes of communication to supporttheir operations, including telephone, email, internal messaging, andthe like. These separate modes of communication have historically beenimplemented by service providers whose services are not integrated withone another. The disconnect between these services, in at least somecases, requires information to be manually passed by users from oneservice to the next. Furthermore, some services, such as telephonyservices, are traditionally delivered via on-premises solutions, meaningthat remote workers and those who are generally increasingly mobile maybe unable to rely upon them. One solution is by way of a unifiedcommunications as a service (UCaaS) platform, which includes severalcommunications services integrated over a network, such as the Internet,to deliver a complete communication experience regardless of physicallocation.

SUMMARY

Disclosed herein are, inter alia, implementations of systems andtechniques for integrated emergency event detection and mappingincluding concurrent emergency call routing.

One aspect of this disclosure is a method, which includes detecting anemergency call from a first device registered with a software platform,in which the first device is located at a premises associated with thesoftware platform. The emergency call is concurrently routed to a publicsafety answering point and to a monitoring device registered with thesoftware platform to enable an operator of the monitoring device to jointhe emergency call. A response to an emergency event is coordinatedbetween the public safety answering point and one or both of the firstdevice or the monitoring device. A transmission of an alert indicatingthe emergency event to one or more second devices registered with thesoftware platform is then caused.

Another aspect of this disclosure is a system, which includes a serverdevice and a monitoring device. The server device runs a softwareplatform with which one or more devices are registered, in whichlocations of each of the one or more devices are known to the softwareplatform. The monitoring device is registered with the softwareplatform. The software platform concurrently routes an emergency callfrom a device of the one or more devices to a public safety answeringpoint and to the monitoring device to enable an operator of themonitoring device to join the emergency call. Responsive to theemergency call, an alert indicative of an emergency event is transmittedto at least some of the one or more devices.

Yet another aspect of this disclosure is a device, which includes amemory and a processor configured to execute instructions stored in thememory. The instructions include instructions to receive a messageassociated with an emergency event from a server device running asoftware platform, in which the message indicates an emergency call hasbeen made from a first device registered with the software platform to apublic safety answering point. The instructions further includeinstructions to, responsive to the message, join the emergency call toenable an operator of the device to coordinate a response to theemergency event with the public safety answering point. The instructionsfurther include instructions to initiate an alert process with thesoftware platform to cause a transmission of an alert indicative of theemergency event to one or more second devices registered with thesoftware platform.

BRIEF DESCRIPTION OF THE DRAWINGS

This disclosure is best understood from the following detaileddescription when read in conjunction with the accompanying drawings. Itis emphasized that, according to common practice, the various featuresof the drawings are not to-scale. On the contrary, the dimensions of thevarious features are arbitrarily expanded or reduced for clarity.

FIG. 1 is a block diagram of an example of an electronic computing andcommunications system.

FIG. 2 is a block diagram of an example internal configuration of acomputing device of an electronic computing and communications system.

FIG. 3 is a block diagram of an example of a software platformimplemented by an electronic computing and communications system.

FIG. 4 is a block diagram showing example functionality of emergencyevent software of a software platform.

FIG. 5 is a block diagram of an example of call path processing used byemergency event software.

FIG. 6 is an illustration of an example user interface for collectingdevice location information.

FIG. 7 is a block diagram of an example of mapping a premises toidentify location information.

FIG. 8 is a block diagram of an example of emergency alert automation.

FIG. 9 is an illustration of an example of a digital emergencynavigation map.

FIG. 10 is a flowchart of an example of a technique for detecting andresponding to an emergency event.

FIG. 11 is a flowchart of an example of a technique for mapping apremises for identifying location information for emergency events.

FIG. 12 is a flowchart of an example of a technique for determininglocation information for devices registered with a software platform.

DETAILED DESCRIPTION

In an emergency event, it is imperative that on-site personnel be givenas much early notice as possible as to the event to enable them to getto safety or otherwise act. For example, the emergency event may be oneor more of a fire, a flood, a hazardous material spill, a contaminationof breathable or consumable matter, a carbon monoxide danger, an activeshooter, a bomb threat, a terrorist attack, a medical episode, oranother event for which emergency response is sought. Generally, atleast one person at the location of an emergency event will place anemergency call to indicate the emergency event to a public safetyanswering point (PSAP), which can then work with local authorities todispatch an appropriate emergency response team. In an office setting,older telephony systems may not have enhanced emergency call (e.g.,E911) services enabled or otherwise be compliant with relevant laws,such as which require that specific location information be signaleddirectly to a PSAP.

Furthermore, although a typical premises has some alert mechanism inplace, that mechanism is generally not configured for various types ofemergency events, and it may fail to adequately notify personnel as toan event if the personnel mistake an alert to be a test or otherwise notan active threat. For example, a fire should be alerted differently thanan active shooter, given that personnel should attempt to exit thepremises as quickly as possible in a fire whereas they should insteadremain locked down in place where an active shooter is present.

One solution to both of these problems may include a designated officeadministrator being given the option to identify certain areas within apremises to automate the identification of a location of an emergencycaller based on a network connection through the calling device, forexample, based on an IP address, a subnet range, or a MAC address of anetwork device known to be located in a certain place in the premises.For example, a defined understanding of where a given network device islocated and which other devices connect to it can give a goodunderstanding of where those other devices are located. However, in mostcases, typical office administrator either will not familiar with suchnetwork device information or otherwise may not have visibility intothese to identify the necessary information.

It is imperative that correct information for identifying a location ofan emergency event be signaled to a PSAP. For example, the failure toaccurately identify the location of an emergency event may delaydispatched responders in arriving at the correct location and thushinder their ability to effectively respond to the emergency event.Furthermore, in some cases, information beyond the location of theemergency event may be needed for the dispatched responders to accessthat location. For example, the difference between first responderssaving a person experiencing a critical medical episode and that personsuccumbing thereto might depend on whether the responders used the mostefficient path to access the emergency event location and/or having asecurity code to enter through a locked door at the location. However,the reliance upon users to manually signal this information can create arisk where those users are for some reason unavailable or unreachable.

Implementations of this disclosure address problems such as these usingemergency event processing functionality of a software platform, such asa UCaaS platform. The emergency event processing disclosed hereinincludes call path processing functionality for concurrently routing anemergency call from a device registered with the software platform for acustomer thereof to a PSAP and to a monitoring device of the customer.The concurrent routing enables an operator of the monitoring device tojoin the emergency call, for example, by monitoring the call todetermine how to notify other operators of the customer of the subjectemergency event or by joining the call to assist in the emergency eventresponse. The concurrent routing may further automate, and thereforeexpedite, the signaling of an emergency event to others at the locationof the emergency event, such as to prevent further risk of harm.

The emergency event processing disclosed herein further includeslocation mapping functionality for building a set of informationassociated locations of devices registered with the software platform.Operators of the devices may be prompted to input or verify locationinformation for the devices, which in at least some cases may bedetermined based on network devices through which the devices connect toaccess a network. The location information may be one or more of astreet address, building identifier, floor identifier, suite identifier,or room identifier. When an emergency call is from a device registeredwith the software platform, the software platform uses the map oflocations to determine a location of the device and signals thatlocation to a PSAP to which the emergency call is routed. The automatedsignaling of the mapped location information can improve an emergencyresponse by directing dispatched responders to a specific location.

The emergency event processing disclosed herein further includesindividualized device location registration functionality for allowingoperators of the software platform to register one or more locations foreach of their devices. Rather than limiting device location registrationto a premises of a customer of the software platform or by a customeradministrator, individual operators are prompted to register locationswithin the premises or external thereto, such as at private residencesor businesses. Information associated with the operator-entered locationinformation is stored alongside network device information. When anemergency call is from a device registered with the software platform,the software platform identifies network device information for thedevice placing the emergency call and searches records generated basedon the operator-indicated device locations. A location determinedthereby is then signaled to a PSAP. This automated signaling can improvean emergency response by directing dispatched responders to a specificlocation verified by the operator of the device, rather than an assumedlocation specified by an administrator which may not actually beaccurate.

To describe some implementations in greater detail, reference is firstmade to examples of hardware and software structures used to implement asystem for integrated emergency event detection and mapping includingconcurrent emergency call routing. FIG. 1 is a block diagram of anexample of an electronic computing and communications system 100, whichcan be or include a distributed computing system (e.g., a client-servercomputing system), a cloud computing system, a clustered computingsystem, or the like.

The system 100 includes one or more customers, such as customers 102Athrough 102B, which may each be a public entity, private entity, oranother corporate entity or individual that purchases or otherwise usessoftware services, such as of a UCaaS platform provider. Each customercan include one or more clients. For example, as shown and withoutlimitation, the customer 102A can include clients 104A through 104B, andthe customer 102B can include clients 104C through 104D. A customer caninclude a customer network or domain. For example, and withoutlimitation, the clients 104A through 104B can be associated orcommunicate with a customer network or domain for the customer 102A andthe clients 104C through 104D can be associated or communicate with acustomer network or domain for the customer 102B.

A client, such as one of the clients 104A through 104D, may be orotherwise refer to one or both of a client device or a clientapplication. Where a client is or refers to a client device, the clientcan comprise a computing system, which can include one or more computingdevices, such as a mobile phone, a tablet computer, a laptop computer, anotebook computer, a desktop computer, or another suitable computingdevice or combination of computing devices. Where a client instead is orrefers to a client application, the client can be an instance ofsoftware running on a customer device (e.g., a client device or anotherdevice). In some implementations, a client can be implemented as asingle physical unit or as a combination of physical units. In someimplementations, a single physical unit can include multiple clients.

The system 100 can include a number of customers and/or clients or canhave a configuration of customers or clients different from thatgenerally illustrated in FIG. 1 . For example, and without limitation,the system 100 can include hundreds or thousands of customers, and atleast some of the customers can include or be associated with a numberof clients.

The system 100 includes a datacenter 106, which may include one or moreservers. The datacenter 106 can represent a geographic location, whichcan include a facility, where the one or more servers are located. Thesystem 100 can include a number of datacenters and servers or caninclude a configuration of datacenters and servers different from thatgenerally illustrated in FIG. 1 . For example, and without limitation,the system 100 can include tens of datacenters, and at least some of thedatacenters can include hundreds or another suitable number of servers.In some implementations, the datacenter 106 can be associated orcommunicate with one or more datacenter networks or domains, which caninclude domains other than the customer domains for the customers 102Athrough 102B.

The datacenter 106 includes servers used for implementing softwareservices of a UCaaS platform. The datacenter 106 as generallyillustrated includes an application server 108, a database server 110,and telephony server 112. The servers 108 through 112 can each be acomputing system, which can include one or more computing devices, suchas a desktop computer, a server computer, or another computer capable ofoperating as a server, or a combination thereof. A suitable number ofeach of the servers 108 through 112 can be implemented at the datacenter106. The UCaaS platform uses a multi-tenant architecture in whichinstallations or instantiations of the servers 108 through 112 is sharedamongst the customers 102A through 102B.

In some implementations, one or more of the servers 108 through 112 canbe a non-hardware server implemented on a physical device, such as ahardware server. In some implementations, a combination of two or moreof the application server 108, the database server 110, and thetelephony server 112 can be implemented as a single hardware server oras a single non-hardware server implemented on a single hardware server.In some implementations, the datacenter 106 can include servers otherthan or in addition to the servers 108 through 112, for example, a mediaserver, a proxy server, or a web server.

The application server 108 runs web-based software services deliverableto a client, such as one of the clients 104A through 104D. As describedabove, the software services may be of a UCaaS platform. For example,the application server 108 can implement all or a portion of a UCaaSplatform, for example, including conferencing software, messagingsoftware, and/or other intra-party or inter-party communicationssoftware. The application server 108 may, for example, be or include aunitary Java Virtual Machine (JVM).

In some implementations, the application server 108 can include anapplication node, which can be a process executed on the applicationserver 108. For example, and without limitation, the application nodecan be executed in order to deliver software services to a client, suchas one of the clients 104A through 104D, as part of a softwareapplication. The application node can be implemented using processingthreads, virtual machine instantiations, or other computing features ofthe application server 108. In some such implementations, theapplication server 108 can include a suitable number of applicationnodes, depending upon a system load or other characteristics associatedwith the application server 108. For example, and without limitation,the application server 108 can include two or more nodes forming a nodecluster. In some such implementations, the application nodes implementedon a single application server 108 can run on different hardwareservers.

The database server 110 stores, manages, or otherwise provides data fordelivering software services of the application server 108 to a client,such as one of the clients 104A through 104D. In particular, thedatabase server 110 may implement one or more databases, tables, orother information sources suitable for use with a software applicationimplemented using the application server 108. The database server 110may include a data storage unit accessible by software executed on theapplication server 108. A database implemented by the database server110 may be a relational database management system (RDBMS), an objectdatabase, an XML database, a configuration management database (CMDB), amanagement information base (MIB), one or more flat files, othersuitable non-transient storage mechanisms, or a combination thereof. Thesystem 100 can include one or more database servers, in which eachdatabase server can include one, two, three, or another suitable numberof databases configured as or comprising a suitable database type orcombination thereof.

In some implementations, one or more databases, tables, other suitableinformation sources, or portions or combinations thereof may be stored,managed, or otherwise provided by one or more of the elements of thesystem 100 other than the database server 110, for example, the client104 or the application server 108.

The telephony server 112 enables network-based telephony and webcommunications from and to clients of a customer, such as the clients104A through 104B for the customer 102A or the clients 104C through 104Dfor the customer 102B. Some or all of the clients 104A through 104D maybe voice over internet protocol (VOIP)-enabled devices configured tosend and receive calls over a network, for example, a network 114. Inparticular, the telephony server 112 includes a session initiationprotocol (SIP) zone and a web zone. The SIP zone enables a client of acustomer, such as the customer 102A or 102B, to send and receive callsover the network 114 using SIP requests and responses. The web zoneintegrates telephony data with the application server 108 to enabletelephony-based traffic access to software services run by theapplication server 108. Given the combined functionality of the SIP zoneand the web zone, the telephony server 112 may be or include acloud-based private branch exchange (PBX) system.

The SIP zone receives telephony traffic from a client of a customer anddirects same to a destination device. The SIP zone may include one ormore call switches for routing the telephony traffic. For example, toroute a VOIP call from a first VOIP-enabled client of a customer to asecond VOIP-enabled client of the same customer, the telephony server112 may initiate a SIP transaction between a first client and the secondclient using a PBX for the customer. However, in another example, toroute a VOIP call from a VOIP-enabled client of a customer to a clientor non-client device (e.g., a desktop phones which is not configured forVOIP communication) which is not VOIP-enabled, the telephony server 112may initiate a SIP transaction via a VOIP gateway that transmits the SIPsignal to a public switched telephone network (PSTN) system for outboundcommunication to the non-VOIP-enabled client or non-client phone. Hence,the telephony server 112 may include a PSTN system and may in some casesaccess an external PSTN system.

The telephony server 112 includes one or more session border controllers(SBCs) for interfacing the SIP zone with one or more aspects external tothe telephony server 112. In particular, an SBC can act as anintermediary to transmit and receive SIP requests and responses betweenclients or non-client devices of a given customer with clients ornon-client devices external to that customer. When incoming telephonytraffic for delivery to a client of a customer, such as one of theclients 104A through 104D, originating from outside the telephony server112 is received, a SBC receives the traffic and forwards it to a callswitch for routing to the client.

In some implementations, the telephony server 112, via the SIP zone, mayenable one or more forms of peering to a carrier or customer premise.For example, Internet peering to a customer premise may be enabled toease the migration of the customer from a legacy provider to a serviceprovider operating the telephony server 112. In another example, privatepeering to a customer premise may be enabled to leverage a privateconnection terminating at one end at the telephony server 112 and at theother at a computing aspect of the customer environment. In yet anotherexample, carrier peering may be enabled to leverage a connection of apeered carrier to the telephony server 112.

In some such implementations, a SBC or telephony gateway within thecustomer environment may operate as an intermediary between the SBC ofthe telephony server 112 and a PSTN for a peered carrier. When anexternal SBC is first registered with the telephony server 112, a callfrom a client can be routed through the SBC to a load balancer of theSIP zone, which directs the traffic to a call switch of the telephonyserver 112. Thereafter, the SBC may be configured to communicatedirectly with the call switch.

The web zone receives telephony traffic from a client of a customer, viathe SIP zone, and directs same to the application server 108 via one ormore Domain Name System (DNS) resolutions. For example, a first DNSwithin the web zone may process a request received via the SIP zone andthen deliver the processed request to a web service which connects to asecond DNS at or otherwise associated with the application server 108.Once the second DNS resolves the request, it is delivered to thedestination service at the application server 108. The web zone may alsoinclude a database for authenticating access to a software applicationfor telephony traffic processed within the SIP zone, for example, asoftphone.

The clients 104A through 104D communicate with the servers 108 through112 of the datacenter 106 via the network 114. The network 114 can be orinclude, for example, the Internet, a local area network (LAN), a widearea network (WAN), a virtual private network (VPN), or another publicor private means of electronic computer communication capable oftransferring data between a client and one or more servers. In someimplementations, a client can connect to the network 114 via a communalconnection point, link, or path, or using a distinct connection point,link, or path. For example, a connection point, link, or path can bewired, wireless, use other communications technologies, or a combinationthereof.

The network 114, the datacenter 106, or another element, or combinationof elements, of the system 100 can include network hardware such asrouters, switches, other network devices, or combinations thereof. Forexample, the datacenter 106 can include a load balancer 116 for routingtraffic from the network 114 to various servers associated with thedatacenter 106. The load balancer 116 can route, or direct, computingcommunications traffic, such as signals or messages, to respectiveelements of the datacenter 106.

For example, the load balancer 116 can operate as a proxy, or reverseproxy, for a service, such as a service provided to one or more remoteclients, such as one or more of the clients 104A through 104D, by theapplication server 108, the telephony server 112, and/or another server.Routing functions of the load balancer 116 can be configured directly orvia a DNS. The load balancer 116 can coordinate requests from remoteclients and can simplify client access by masking the internalconfiguration of the datacenter 106 from the remote clients.

In some implementations, the load balancer 116 can operate as afirewall, allowing or preventing communications based on configurationsettings. Although the load balancer 116 is depicted in FIG. 1 as beingwithin the datacenter 106, in some implementations, the load balancer116 can instead be located outside of the datacenter 106, for example,when providing global routing for multiple datacenters. In someimplementations, load balancers can be included both within and outsideof the datacenter 106. In some implementations, the load balancer 116can be omitted.

FIG. 2 is a block diagram of an example internal configuration of acomputing device 200 of an electronic computing and communicationssystem, for example, a computing device which implements one or more ofthe client 104, the application server 108, the database server 110, orthe telephony server 112 of the system 100 shown in FIG. 1 .

The computing device 200 includes components or units, such as aprocessor 202, a memory 204, a bus 206, a power source 208, peripherals210, a user interface 212, a network interface 214, other suitablecomponents, or a combination thereof. One or more of the memory 204, thepower source 208, the peripherals 210, the user interface 212, or thenetwork interface 214 can communicate with the processor 202 via the bus206.

The processor 202 is a central processing unit, such as amicroprocessor, and can include single or multiple processors havingsingle or multiple processing cores. Alternatively, the processor 202can include another type of device, or multiple devices, now existing orhereafter developed, configured for manipulating or processinginformation. For example, the processor 202 can include multipleprocessors interconnected in one or more manners, including hardwired ornetworked, including wirelessly networked. For example, the operationsof the processor 202 can be distributed across multiple devices or unitsthat can be coupled directly or across a local area or other suitabletype of network. The processor 202 can include a cache, or cache memory,for local storage of operating data or instructions.

The memory 204 includes one or more memory components, which may each bevolatile memory or non-volatile memory. For example, the volatile memoryof the memory 204 can be random access memory (RAM) (e.g., a DRAMmodule, such as DDR SDRAM) or another form of volatile memory. Inanother example, the non-volatile memory of the memory 204 can be a diskdrive, a solid state drive, flash memory, phase-change memory, oranother form of non-volatile memory configured for persistent electronicinformation storage. The memory 204 may also include other types ofdevices, now existing or hereafter developed, configured for storingdata or instructions for processing by the processor 202. In someimplementations, the memory 204 can be distributed across multipledevices. For example, the memory 204 can include network-based memory ormemory in multiple clients or servers performing the operations of thosemultiple devices.

The memory 204 can include data for immediate access by the processor202. For example, the memory 204 can include executable instructions216, application data 218, and an operating system 220. The executableinstructions 216 can include one or more application programs, which canbe loaded or copied, in whole or in part, from non-volatile memory tovolatile memory to be executed by the processor 202. For example, theexecutable instructions 216 can include instructions for performing someor all of the techniques of this disclosure. The application data 218can include user data, database data (e.g., database catalogs ordictionaries), or the like. In some implementations, the applicationdata 218 can include functional programs, such as a web browser, a webserver, a database server, another program, or a combination thereof.The operating system 220 can be, for example, Microsoft Windows®, Mac OSX®, or Linux®; an operating system for a mobile device, such as asmartphone or tablet device; or an operating system for a non-mobiledevice, such as a mainframe computer.

The power source 208 includes a source for providing power to thecomputing device 200. For example, the power source 208 can be aninterface to an external power distribution system. In another example,the power source 208 can be a battery, such as where the computingdevice 200 is a mobile device or is otherwise configured to operateindependently of an external power distribution system. In someimplementations, the computing device 200 may include or otherwise usemultiple power sources. In some such implementations, the power source208 can be a backup battery.

The peripherals 210 includes one or more sensors, detectors, or otherdevices configured for monitoring the computing device 200 or theenvironment around the computing device 200. For example, theperipherals 210 can include a geolocation component, such as a globalpositioning system location unit. In another example, the peripheralscan include a temperature sensor for measuring temperatures ofcomponents of the computing device 200, such as the processor 202. Insome implementations, the computing device 200 can omit the peripherals210.

The user interface 212 includes one or more input interfaces and/oroutput interfaces. An input interface may, for example, be a positionalinput device, such as a mouse, touchpad, touchscreen, or the like; akeyboard; or another suitable human or machine interface device. Anoutput interface may, for example, be a display, such as a liquidcrystal display, a cathode-ray tube, a light emitting diode display, orother suitable display.

The network interface 214 provides a connection or link to a network(e.g., the network 114 shown in FIG. 1 ). The network interface 214 canbe a wired network interface or a wireless network interface. Thecomputing device 200 can communicate with other devices via the networkinterface 214 using one or more network protocols, such as usingEthernet, transmission control protocol (TCP), internet protocol (IP),power line communication, an IEEE 802.X protocol (e.g., Wi-Fi,Bluetooth, ZigBee, etc.), infrared, visible light, general packet radioservice (GPRS), global system for mobile communications (GSM),code-division multiple access (CDMA), Z-Wave, another protocol, or acombination thereof.

FIG. 3 is a block diagram of an example of a software platform 300implemented by an electronic computing and communications system, forexample, the system 100 shown in FIG. 1 . The software platform 300 is aUCaaS platform accessible by clients of a customer of a UCaaS platformprovider, for example, the clients 104A through 104B of the customer102A or the clients 104C through 104D of the customer 102B shown in FIG.1 . For example, the software platform 300 may be a multi-tenantplatform instantiated using one or more servers at one or moredatacenters including, for example, the application server 108, thedatabase server 110, and the telephony server 112 of the datacenter 106shown in FIG. 1 .

The software platform 300 includes software services accessible usingone or more clients. For example, a customer 302, which may, forexample, be the customer 102A, the customer 102B, or another customer,as shown includes four clients—a desk phone 304, a computer 306, amobile device 308, and a shared device 310. The desk phone 304 is adesktop unit configured to at least send and receive calls and includesan input device for receiving a telephone number or extension to dial toand an output device for outputting audio and/or video for a call inprogress. The computer 306 is a desktop, laptop, or tablet computerincluding an input device for receiving some form of user input and anoutput device for outputting information in an audio and/or visualformat. The mobile device 308 is a smartphone, wearable device, or othermobile computing aspect including an input device for receiving someform of user input and an output device for outputting information in anaudio and/or visual format. The desk phone 304, the computer 306, andthe mobile device 308 may generally be considered personal devicesconfigured for use by a single operator. The shared device 312 is a deskphone, a computer, a mobile device, or a different device which mayinstead be configured for use by multiple specified or unspecifiedoperators

Each of the clients 304 through 310 includes or runs on a computingdevice configured to access at least a portion of the software platform300. In some implementations, the customer 302 may include additionalclients not shown. For example, the customer 302 may include multipleclients of one or more client types (e.g., multiple desk phones,multiple computers, etc.) and/or one or more clients of a client typenot shown in FIG. 3 (e.g., wearable devices, televisions other than asshared devices, or the like). For example, the customer 302 may havetens or hundreds of desk phones, computers, mobile devices, and/orshared devices.

The software services of the software platform 300 generally relate tocommunications tools, but are in no way limited in scope. As shown, thesoftware services of the software platform 300 include telephonysoftware 312, virtualized meeting software 314, messaging software 316,and other software 318. Some or all of the software 312 through 318 usescustomer configurations 320 specific to the customer 302. The customerconfigurations 320 may, for example, be data stored within a database orother data store at a database server, such as the database server 110shown in FIG. 1 .

The telephony software 312 enables telephony traffic between ones of theclients 304 through 310 and other telephony-enabled devices, which maybe other ones of the clients 304 through 310, other VOIP-enabled clientsof the customer 302, non-VOIP-enabled devices of the customer 302,VOIP-enabled clients of another customer, non-VOIP-enabled devices ofanother customer, or other VOIP-enabled clients or non-VOIP-enableddevices. For example, the telephony software 312 may be implementedusing one or more both of an application server and a telephony server,such as the application server 108 and the telephony server 112 shown inFIG. 1 . Calls sent or received using the telephony software 312 may,for example, be sent or received using the desk phone 304, a softphonerunning on the computer 306, a mobile application running on the mobiledevice 308, or using the shared device 310 where same includes telephonyfeatures.

The virtualized meeting software 314 enables audio, video, and/or otherforms of virtualized meetings between multiple devices, such as tofacilitate a conference between the operators of those devices. Thevirtualized meeting software 314 can include functionality for hosting,presenting, scheduling, joining, or otherwise participating in avirtualized meeting. The virtualized meeting software 314 may furtherinclude functionality for recording some or all of a virtualized meetingand/or documenting a transcript for the virtualized meeting.

The messaging software 316 enables instant messaging, unified messaging,and other types of messaging communications between multiple devices,such as to facilitate a chat or like virtual conversation betweenoperators of those devices. The unified messaging functionality of themessaging software 316 may, for example, refer to email messaging whichincludes voicemail transcription service delivered in email format.

The other software 318 enables other functionality of the softwareplatform 300. Examples of the other software 318 include, but are notlimited to, device management software, resource provisioning anddeployment software, administrative software, third party integrationsoftware, and the like. In one particular example, the other software318 can include emergency event software for detecting and mappingemergency events. For example, the emergency event software may includefunctionality for distributing an indication of an emergency event toone or more operators of a customer, such as operators of some or all ofthe clients 304 through 310. In at least some cases, the emergency eventsoftware can indicate within a pre-defined map of a premises a locationof the emergency event, for example, to alert persons already present atthe premises and/or first responders.

Features of the software services of the software platform 300 may beintegrated with one another to provide a unified experience foroperators. For example, the messaging software 316 may include a userinterface element configured to initiate a call with another operator ofthe customer 302. In another example, the telephony software 312 mayinclude functionality for elevating a telephone call to a virtualizedmeeting. In yet another example, the virtualized meeting software 314may include functionality for sending and receiving instant messagesbetween participants and/or other operators of the customer 302. In yetanother example, the virtualized meeting software 314 may includefunctionality for file sharing between participants and/or otheroperators of the customer 302. In some implementations, some or all ofthe software 312 through 318 may be combined into a single softwareapplication run on clients of the customer, such as one or more of theclients 304-310.

FIG. 4 is a block diagram showing example functionality of emergencyevent software 400 of a software platform, which may, for example, bethe software platform 300 shown in FIG. 3 . For example, the emergencyevent software 400 may be the emergency event software described abovewith respect to the other software 318. The emergency event software 400includes tools for detecting and mapping emergency events, as well asfor performing other functionality related to emergency eventprocessing. As shown, the emergency event software 400 includes a callpath processing tool 402, a device location registration tool 404, apremises mapping tool 406, an emergency alerting tool 408, and a digitalemergency navigation tool 410.

When an operator (e.g., a human user, a software intelligence unit, oranother entity configured for client and/or device operation) of adevice associated with a customer makes an emergency call using a deviceregistered to the software platform, the call path processing tool 402operates to route the emergency call to a destination, such as a publicsafety access point (PSAP) which includes representatives who fieldemergency (e.g., 911, 111, etc.) calls and dispatches emergencyresponders to the locations of subject emergency events. However, thecall path processing tool 402 concurrently routes the emergency call toa monitoring device of the customer of the software platform to enablean operator of the monitoring device to join the emergency call. Inparticular, the call path processing tool 402 detects when a deviceregistered to the software platform for an operator of the softwareplatform places an emergency call over a VOIP connection andconcurrently routes the emergency call to both the PSAP and themonitoring device. The monitoring device is a network-enabled device ofthe customer registered to the software platform which is configured toreceive information about emergency calls placed by other devicesregistered to the software platform and to join or monitor thoseemergency calls. For example, the monitoring device may be a client suchas any of the clients 304 through 310 shown in FIG. 3 .

The device location registration tool 404 prompts operators of devicesregistered to the software platform to verify locations of thosedevices. A device registered for a customer of a software platform maybe located in a premises of the customer, may be located external to thepremises, or may be mobile and movable between a location within thepremises and a location external to the premises. The device locationregistration tool 404 thus is configured to register one or morelocations for each device of a customer of the software platform. Thedevice location registration tool 404 may prompt the operator of adevice to input the location of the device. Alternatively, the devicelocation registration tool 404 may prompt the operator to verify thelocation of the device. For example, in some implementations, the devicelocation registration tool 404 may identify a presumed location byquerying a geolocation service (e.g., a global positioning system (GPS)service or like service) using the presumed location. The presumedlocation may, for example, refer to one or more of a street address, alatitude and longitude coordinate set, or another location identifier.In some implementations, the device location registration tool 404 maybe part of software other than the emergency event software 400. Forexample, the device location registration tool 404 can represent asoftware tool used to initialize a customer account or portion thereofwith the software platform.

The premises mapping tool 406 enables a customer of the softwareplatform to automatically or manually map out a premises of thecustomer. A premises may be or include one or more buildings, floors,suites, rooms, or other identifiable regions. For example, a premisesfor one customer of the software platform may consist entirely of asingle office suite on a single floor, whereas a premises for anothercustomer of the software platform may consist of multiple entirebuildings each with one or more floors, in which each floor of eachbuilding has one or more rooms. The map of the premises may be manuallygenerated by an operator of the customer, for example, using map orimage rendering software. Alternatively, the map of the premises may begenerated automatically using the premises mapping tool 406 in one ormore ways. In one such way, the map can be generated using informationassociated with network devices located at the premises to understandwhich the parts of the premises at which those network devices arelocated; however, this approach may not result in a spatial map, butmore of a mapping associating parts of the premises with certain devicesthat ultimately connect to those identified network devices. In anothersuch way, the map can be generated using information output by one ormore bootstrapped devices, which may traverse throughout a premises andprovide indications of names of the parts of the premises as the one ormore bootstrapped devices are located therein.

The emergency alerting tool 408 causes alerts indicative of emergencyevents to be transmitted to devices registered with the softwareplatform for a customer. The emergency alerting tool 408 can betriggered automatically based on an emergency call from a device of thecustomer. For example, the emergency alerting tool 408 can use a chatbot to alert operators of the customer of the software platform as to anemergency event which has been detected. In another example, theemergency alerting tool 408 can use natural language processing toprocess a bitstream including a voice signal of the operator of thedevice from which the emergency call is placed. The results of thatprocessing can be used to identify a type of emergency event and triggeran automated alert accordingly. Alternatively, the monitoring device towhich the emergency call is concurrently routed along with the PSAP canbe used to trigger the alert functionality of the emergency alertingtool 408. For example, an operator of the monitoring device can indicatean emergency event type based on information signaled within thebitstream of the emergency call and/or based on information verballycommunicated as part of the emergency call. Ultimately, one or moredevices of a customer can be used to output a message indicative of thealert, for example, to warn users of those devices and other people asto the emergency event.

The digital emergency navigation tool 410 outputs information usable toidentify a location of an emergency event. For example, the digitalemergency navigation tool 410 can cause a map of a premises of acustomer of the software platform to indicate a location of an emergencyevent at the premises. In another example, the digital emergencynavigation tool 410 can cause a map of the premises of the customer,with or without the indication of the location of the emergency eventthereat, to be displayed at a digital signage display in or external tothe premises. In such a case, the digital signage display can beleveraged to direct first responders to the scene of an emergency event,indicate areas of a premises affected by an emergency to companypersonnel, or for other purposes. In yet another example, the digitalemergency navigation tool 410 can transmit the location of the emergencyevent, whether in the premises or external to the premises, to one ormore devices registered with the software platform and/or to one or moredevices of first responders who are dispatched to respond to theemergency event.

In some implementations, the emergency event software 400 may includeone or more administrative features for monitoring operations performedand/or data used by the emergency event software 400. For example, anadministrative feature of the emergency event software 400 can showwhere operators are at a given time (e.g., within a premises or externalto the premises, for example, at a registered location outside of thepremises, such as a personal home), whether those operators have enabledemergency tracking functionality to identify locations of devices ofthose operators in the event those devices are used to place anemergency call, review and/or audit registered locations for some or alldevices registered to the software platform for the customer, or thelike.

Although the tools 402 through 410 are shown as functionality of theemergency event software 400 as a single piece of software, in someimplementations, some or all of the tools 402 through 410 may existoutside of the emergency event software 400 and/or the software platformmay exclude the emergency event software 400 while still including thetools 402 through 410 elsewhere.

The functionality of the emergency event software 400 as describedthroughout this disclosure may be used both by a customer of a softwareplatform which uses the software platform for telephony services andthus has direct access to VOIP call features of the provider of thesoftware platform and a customer of the software platform which uses athird party for telephony services which are peered with the softwareplatform. In this way, enhanced emergency call (e.g., E911)functionality as is described herein may be enabled even with thelatter, so-called legacy telephony systems.

FIG. 5 is a block diagram of an example of call path processing used byemergency event software 500, which may, for example, be the emergencyevent software 400 shown in FIG. 4 . Aspects of the call path processingdescribed with respect to FIG. 5 may, for example, be performed by orusing the call path processing tool 402 shown in FIG. 4 .

The call path processing operates to concurrently route an emergencycall from a device registered with a software platform 502, which may,for example, be the software platform 300 shown in FIG. 3 , to a PSAP504 and to a monitoring device 506. The call path processing thuscreates two paths for an emergency call, in which, in a first path, theemergency call is routed through a PSTN system 508 to the PSAP 504 and,in a second path, the emergency call is routed to the monitoring device506 which can then trigger functionality of an alert system 510 foroperators of the software platform 502. The routing of the emergencycall is concurrent by virtue of the routing of the emergency call to thePSAP 504 and the routing of the emergency call to the monitoring device506 being at the same time or at substantially the same time. Inparticular, to perform the concurrent routing, a device connects with atelephony server of the software platform 502, which may, for example,be the telephony server 112 shown in FIG. 1 , to initiate an emergencycall. The telephony server then creates a first SIP invite for a firstcall to the PSAP 504 and a second SIP invite for a second call to themonitoring device 506. In some cases, the PSAP 504 may accept the firstSIP invite before the monitoring device 506 accepts the second SIPinvite. In some cases, the monitoring device 506 may accept the secondSIP invite before the PSAP 504 accepts the first SIP invite. In eithercase, once both of the first SIP invite and the second SIP invite havebeen accepted, the first call and the second call are merged.

The emergency event software 500 detects an emergency call from a deviceregistered with the software platform 502 and then determines a locationof that device. For example, the software platform 502 may store recordsfor premises locations 512 which are locations registered with thesoftware platform 502 within a premises of a customer of the softwareplatform and external locations 514 which are locations registered withthe software platform 504 external to the premises of the customer. Theemergency event software 500 identifies a record associated with thedevice from which the emergency call is placed and identifies, withinthe record, a location of the device. The emergency event software 500then signals that location within the bitstream for the emergency call.The location of the emergency event is considered to be the location ofthe device from which the emergency call was placed at the time of theemergency call, unless indicated otherwise such as by the operator ofthat device.

The premises locations 512 and the external locations 514 may be definedby various operators of the customer of the software platform. Thepremises locations 512 can correspond to one or more of a street addressof the premises, one or more buildings of the premises, one or morefloors for each building, one or more suites for each floor, one or moreoffices for each suite, etc. The external locations 514 can correspondto one or more of a street address of the external location, a definedname for a personal residence (e.g., “Colin's house”), a business name,etc.

In an example scenario, an operator of a customer of the softwareplatform 502, Colin, initiates an emergency call by calling 911 from hisdevice, which is registered with the software platform 502. At calltime, signaling information including information associated with anetwork device through which the device Colin uses is signaled to thesoftware platform 502. The software platform 502, via the emergencyevent software 500, matches the location with a stored record andappends or embeds the emergency address to signal the locationinformation to a telephony service provider of the customer. Forexample, if the telephone service provider, which may or may not be thesame as the entity which operates the software platform 502, is capableof receiving presence information data format location object (PIDF-LO)signaling such that PIDF-LO is deemed enabled, the appended or embeddedemergency address information may be signaled using a PIDF-LO tag;however, if the telephony service provider is not capable of receivingPIDF-LO signaling or if it is unclear whether the telephony serviceprovider is capable of receiving PIDF-LO signaling, in either case suchthat PIDF-LO signaled is deemed not enabled, the appended or embeddedemergency address information may be signaled by using an emergencylocation identification number (ELIN). The call is processed through thePSTN system 508 to the PSAP 504, which receives a signal includingColin's name, phone number, and location. Concurrently, the monitoringdevice 506 receives a signal including Colin's name, phone number, andlocation. An operator of the monitoring device 506 can use that signalto cause automated emergency indications to be communicated to personnelpresent at the location of the emergency event and/or others.

FIG. 6 is an illustration of an example user interface 600 forcollecting device location information. The user interface 600 may, forexample, be a user interface prompted to a user of a software platform,for example, the software platform 300 shown in FIG. 3 , using a devicelocation registration tool, for example, the device locationregistration tool 404 shown in FIG. 4 .

The user interface 600 includes fields for collecting input or verifyinginformation for registering a location of a device with the softwareplatform. In the example shown, the information collected or presentedfor verification within the user interface 600 includes a location name(e.g., “Break Area”), an emergency address (e.g., a street address orother common address for a premises), and an ELIN (e.g., the numberwhich will show on a caller ID when the device makes an outgoing call).

The information further includes optional information for collecting orpresenting for verification within the user interface 600. The optionalinformation generally relates to network information for the deviceand/or information associated with a network device through which thedevice connects to access a network. For example, the user interface 600includes fields for: a public IP address and/or a subnet or private IPaddress of the device; a MAC address, port label, and/or port range of anetwork switch; and a basic service set identifier (BSSID) of a wirelessaccess point.

In some cases, the user interface 600 may be empty when presented to anoperator of the device. For example, the user interface 600 may be usedto collect input used to generate a record for the device location withthe software platform. In other cases, the user interface 600 may bepartially or completely filled with information presented forverification to an operator of the customer of the software platform.For example, the device location registration tool 404 or another toolor software aspect of the software platform can determine a location ofthe device using one or more of a geolocation service or informationassociated with a network device (e.g., a BSSID) through which thedevice connects to access a network, for example, the network 114 shownin FIG. 1 .

The locations at which a device may be registered using the userinterface 600 may be within a premises of a customer of the softwareplatform or external to the premises. As such, for a given device, theuser interface 600 may be presented to an operator of the customer whouses that device for input or verification of the requested information.In this way, the software platform does not limit device locationregistration to office administrators or another small subset ofpersonnel of the customer. Thus, some or all operators of a customer ofthe software platform may fill out or verify information within the userinterface 600 for one or more devices and, in some cases, multiple timesfor a single device.

The software platform may present the user interface 600 at a devicewhenever the software platform detects that the device is at a locationwhich is not registered with the software platform. For example, thesoftware platform may collect a BSSID of a wireless access point or aMAC address of a network switch used by the device to connect to anetwork and query records of registered device locations using thatcollected information. A new record is generated for the new devicelocation. The software platform includes, within that new record, an IPaddress of the device, the BSSID of the wireless access point or the MACaddress of the network switch, and/or other network information for thedevice or a network device through which the device connects.

FIG. 7 is a block diagram of an example of mapping a premises toidentify location information, which uses a location verification tool700 based on one or both of premises locations 702 or external locations704 input thereto, a map generation tool 706, and a location signalingtool 708. Aspects of the premises mapping described with respect to FIG.7 may, for example, be performed by or using the premises mapping tool406 shown in FIG. 4 .

The premises mapping operates to generate a map of locations of devicesof a customer of a software platform, for example, the software platform300 shown in FIG. 3 . In some implementations, the map of locations maybe for locations within a premises of the customer only. In someimplementations, the map of locations may include locations of devicesboth within the premises and external to the premises. The locations ofthe map of locations represent information usable to direct an emergencyresponder to a particular location, that is, the specific location atwhich a device which placed a subject emergency call is located.

The location verification tool prompts operators of the softwareplatform to verify locations of one or more devices registered with thesoftware platform. The location of a device may correspond to a premiseslocation 702 or an external location 704. For example, the location of adevice may be expressed as simply as by using a street address, inparticular, for an external location 704 or where the premises location702 is relatively small. In another example, the location of a devicemay be expressed using one or more of a building identifier, a flooridentifier, a suite identifier, a room identifier, or the like, inparticular, for a premises location 702 or where an external location issomewhere other than a private residence or merchant business. In someimplementations, the location verification tool 700 may prompt somenumber of operators to walk around a premises of a customer and/orlocations external to the premises and to keep confirming their addressor other location to build up information usable to generate a map oflocations.

In some implementations, a device used to collect or verify locations,such as the premises locations 702 and/or the external locations 704,may be an automated ranging device which moves around the subjectlocations, for example, without manual user intervention. For example,the automated ranging device may be a motorized robotic unitprogrammatically configured to navigate throughout some or all of thepremises or an external location and to transmit indications of variouslocations throughout same.

The map generation tool 706 generates a map of locations using theoutput of the location verification tool 700, which namely includesverifications of addresses and/or other location information within apremises of the customer of the software platform or external to thepremises. The map be a two-dimensional map, for example, as describedbelow with respect to FIG. 9 . Alternatively, the map may be athree-dimensional map, such as a point cloud or other three-dimensionalmodel of one or more locations within and/or external to the premises.In some implementations, the map may include multiple two-dimensionalmaps and/or multiple three-dimensional maps, for example, to accommodatethe use case where operators of the customer verified both premiseslocations 702 and external locations 704, where multiple premises aremapped, or where multiple external residences or businesses are mapped.

In some implementations, the map of locations may be a table or otherdata store usable to store location information and associated deviceinformation for later use by the software platform. For example, thecustomer of the software platform may maintain a database as the map oflocations, in which the database associates verified locations withinthe premises and/or external to the premises with information associatedwith the devices registered at those locations and/or informationassociated with network devices through which those registered devicesconnect to access a network. In some such implementations, such adatabase may be used alongside a two-dimensional or three-dimensionalmap of locations such as to relate specific visually representedlocations within or external to the premises with specific deviceinformation indicated in the database. In other such implementations,such a database may be used to later generate a two-dimensional orthree-dimensional map of locations, as described above, for example, tovisually represent locations of devices as indicated in the database.

The location signaling tool 708 uses the map of locations output by themap generation tool 706 to signal, within an emergency call from adevice registered with the software platform, a location of that deviceas that location is expressed in the map of locations. For example,where the device is registered to “Colin's office, 4^(th) floor,” thelocation signaling tool 708 can signal that specific information to thePSAP to which the emergency call is routed, along with the actual streetaddress for the subject location, as is known to the software platform.

In some implementations, the location signaling tool 708 may not beconsidered to be part of the location mapping functionality of thesoftware platform. For example, location signaling as described withrespect to the location signaling tool 708 may be performed by anothertool of emergency event software, for example, by the emergency alertingtool 408 of the emergency event software 400 shown in FIG. 4 .

FIG. 8 is a block diagram of an example of emergency alert indication,which uses emergency event detection tool 800, event queueing tool 802,alert identification tool 804, and alert initiation tool 806 to cause analert indicative of an emergency event to be transmitted to one or moredevices registered with a software platform, for example, the softwareplatform 300 shown in FIG. 3 . For example, the tools 800 through 806may be tools of an emergency alerting tool of the software platform, forexample, the emergency alerting tool 408 shown in FIG. 4 .

The emergency event detection tool 800 facilitates a detection of anemergency event at the software platform. An emergency event may bedetected by an operator of a customer of the software platform placingan emergency call using a device registered with the software platform,by an automatic indication using an interface with an on-site emergencyalert mechanism (e.g., a fire alarm, security system, etc.), or anotherindication. For example, because the software platform is configured toprocess VOIP calls, the software platform has visibility into phonenumbers dialed by operators. Where a bitstream for a VOIP call indicatesthat the number dialed is for an emergency service (e.g., 911 in theUnited States), the software platform can process that VOIP call basedon the number dialed to determine that an emergency event has beendetected. In some implementations, where a number for an emergencyservice is dialed in error, the software platform may identify the callas a false positive and thus not detect an emergency event therefor.

The event queueing tool 802 queues detected emergency calls for furtherprocessing at the software platform. In particular, because emergencycalls are concurrently routed by the software platform to a PSAP and toa monitoring device associated with the same customer of the softwareplatform as the operator from whose device the emergency call is placed,the event queueing tool 802 operates to process emergency calls detectedat the software platform in a queue such as by routing calls toavailable monitoring devices of the customer as the monitoring devicesare available. A customer may, for example, have one or many monitoringdevices for joining emergency calls. Where emergency calls are placedfrom multiple devices associated with the customer, those calls may beprocessed in a queue data structure (i.e., first in, first out).However, the software platform will not delay the routing of anemergency call to a PSAP if no monitoring devices are available to jointhe emergency call, such as if more emergency calls are simultaneouslyor substantially simultaneously placed than there are monitoring devicesfor the customer.

In some implementations, certain devices registered with the softwareplatform may be given a higher priority for passing through theemergency call queue at the event queueing tool 802. For example, adevice of an office administrator, a business owner, or another personidentified as having a high level within the customer organization canhave priority call access. In some such implementations, the eventqueueing tool 802 may use a hybrid queue/stack data structure byallowing emergency calls from priority devices to be processed first(e.g., last in, first out).

The alert identification tool 804 uses emergency types 808 defined forthe customer of the software platform to determine the manner by whichto notify operators of devices registered with the software platform forthe customer as to the emergency event. The emergency types 808 may bedefined by default, defined for the customer of the software platform,or both. Each, or at least some, of the emergency types 808 may beassociated with different emergency event types. For example, anemergency event determined to be a fire at the premises may need to bealerted differently than an emergency event determined to be a medicalevent at the premises or at a location external to the premises. Theemergency type 808 which most closely represents the emergency eventwhich is the subject of a given emergency call is selected or otherwiseidentified by the alert identification tool 804.

The alert initiation tool 806 initiates the alert process bytransmitting alerts indicative of the emergency event to one or moredevices registered with the software platform for the customer accordingto the emergency type. For example, the alert initiation tool 806 maytransmit a message for output by one or more software aspects of thesoftware platform, such as one or more of the software 312 through 318shown in FIG. 3 . For example, team chat channels may receive anautomated message indicating either that an emergency event is occurringor specifying a particular emergency event which is occurring. Inanother example, digital signage displays may be controlled to outputindications of the emergency event. In yet another example, pushnotifications, calls, emails, instant messages, SMS messages, or otheralerts may be communicated to other user devices registered with thesoftware platform. Depending on the emergency type, all, or some but notall, devices registered for the customer may receive these alerts. Forexample, in some implementations, only devices located at the site of anemergency event may receive these alerts. In some implementations, theindication of the detected emergency event may also be communicated toone or more devices not registered with the platform, for example,devices of first responders

In some implementations, the software platform may omit the emergencytypes 808. In such a case, an understanding of how to communicate thealert to devices registered for the customer of the software platformmay be manually specified, for example, by an operator of a monitoringdevice to which the emergency call was concurrently routed. For example,the operator of the monitoring device may observe the emergency call anddetermine, based on verbal communications between the operator whodialed the emergency number and the PSAP representative, the nature ofthe emergency event. The operator of the monitoring device may thenaccordingly cause an alert to be signaled to so some or all registereddevices.

FIG. 9 is an illustration of an example of a digital emergencynavigation map 900. The map 900 is a map of a premises and may begenerated, received, or otherwise obtained by a software platform, forexample, the software platform 300 shown in FIG. 3 , for use withemergency event software, for example, the emergency event software 400shown in FIG. 4 . The map 900 shows a layout of a premises of a customerof the software platform. As shown, the premises includes a conferenceroom, four offices, a server room, a kitchen, a breakroom, an entrancearea, a main workspace room, a support room, restrooms, and some othersmall areas. The map may have been manually drawn by an operator of thesoftware platform or automatically generated, for example, as describedwith respect to FIG. 7 .

Network devices to which devices registered with the software platformare represented by squares in the map 900. A location of the emergencyevent at the premises is shown by the star in the map 900. A suggestedpath for accessing the location of the emergency event via an entrypoint to the premises is shown by the dotted line in the map 900. One orboth of the location of the emergency event or the suggested path foraccessing the location of the emergency event may be representeddirectly within the map 900, such as by altering the image of the map900 itself. Alternatively, one or both of the location of the emergencyevent or the suggested path for accessing the location of the emergencyevent may be represented indirectly within the map 900, such as bylayering one or more annotations onto the map 900 to visually indicatesuch information without actually altering the map 900 itself.

To further describe some implementations in greater detail, reference isnext made to examples of techniques which may be performed by or using asystem for integrated emergency event detection and mapping includingconcurrent emergency call routing. FIG. 10 is a flowchart of an exampleof a technique 1000 for detecting and responding to an emergency event.FIG. 11 is a flowchart of an example of a technique 1100 for identifyinglocation information for emergency events. FIG. 12 is a flowchart of anexample of a technique 1200 for determining location information fordevices registered with a software platform.

The techniques 1000, 1100, and 1200 can be executed using computingdevices, such as the systems, hardware, and software described withrespect to FIGS. 1-9 . The techniques 1000, 1100, and 1200 can beperformed, for example, by executing a machine-readable program or othercomputer-executable instructions, such as routines, instructions,programs, or other code. The steps, or operations, of the technique1000, 1100, or 1200, or of another technique, method, process, oralgorithm described in connection with the implementations disclosedherein, can be implemented directly in hardware, firmware, softwareexecuted by hardware, circuitry, or a combination thereof.

For simplicity of explanation, each of the techniques 1000, 1100, and1200 is depicted and described herein as a series of steps oroperations. However, the steps or operations in accordance with thisdisclosure can occur in various orders and/or concurrently.Additionally, other steps or operations not presented and describedherein may be used. Furthermore, not all illustrated steps or operationsmay be required to implement a technique in accordance with thedisclosed subject matter.

Referring first to FIG. 10 , a flowchart of an example of the technique1000 for detecting and responding to an emergency event is shown. At1002, device locations are registered with a software platform, forexample, a UCaaS platform. The device locations each refer to a locationwithin a premises of a customer of the software platform or a locationexternal to the premises. The device locations may be registered usinginformation collected from or verified by individual device operators ofthe customer. In some cases, multiple registrations may be recorded fora single device where that device is used at multiple locations withinthe premises but no external locations, within the premises at multiplelocations and at one or more external locations, within the premises ata single location and at one or more external locations, or at multipleexternal locations but no locations within the premises.

At 1004, the software platform detects an emergency call from a deviceregistered with the software platform. The software platform includes atelephony server for processing VOIP calls from registered devices. Thesoftware platform thus receives bitstreams for the calls and can parsethem to determine whether a call is an emergency call. The device may,for example, be a first device located at a premises of a customer ofthe software platform or a second device located external to thepremises. The software platform is configured to detect emergency callsfrom devices registered with the software platform regardless of whetherthe devices are located at the premises.

In some implementations, the emergency call may be automated over thesoftware platform responsive to a detection of the emergency event usingone or more sensors located at the premises. For example, a sensor usedto automatically detect the emergency event can be or include a smokedetector, a heat sensor, a water or moisture sensor, a carbon monoxidesensor, a pressure sensor, a door or window sensor, a metal detector, oranother sensor configured for emergency event detection. In some suchimplementations, the sensor may be connected to a telephony line for thecustomer associated with the premises. The software platform may furtherbe configured to cause that telephony line to automatically send anemergency call to a PSAP upon some sensor value being measured.

At 1006, the software platform concurrently routes the emergency call toa PSAP and to a monitoring device of a customer of the softwareplatform. Because the emergency call is made over a VOIP system, thesoftware platform is able to route the emergency call to multipledestinations. In particular, the emergency call is routed to the PSAPwhich is the intended recipient of the emergency call based on thelocation of the device which placed the emergency call. However, thesoftware platform at the same or substantially the same time also routesthe emergency call to the monitoring device. The routing to themonitoring device enables an operator of the monitoring device to jointhe emergency call. Joining the emergency call can include participatingin the emergency call, such as by being part of the conversation of theemergency call, and/or monitoring the emergency call, such as to listenin on the conversation between the operator of the device and the PSAPrepresentative to obtain information related to the emergency callwithout actively participating therein. For example, the monitoringdevice can join the emergency call by a new SIP transaction being formedwith the monitoring device to convert the emergency call from a two-waycall between the device that placed the call and a device at the PSAP toa three-way call including the monitoring device, as well. For example,converting the emergency call may include merging a first call betweenthe device from which the emergency call is received and the PSAP and asecond call between the device and the monitoring device. Once themonitoring device has joined the emergency call, the operator of themonitoring device may choose to participate in the emergency call byspeaking to one or more other participants of the emergency call or toinstead monitor the emergency call by listening to the otherparticipants speak to one another.

Concurrently routing the emergency call to the monitoring device and tothe PSAP includes signaling, by the software platform, a location of thedevice which placed the emergency call within a bitstream that isconcurrently routed to the monitoring device and to the PSAP. Forexample, signaling the location of the device can include appending datarepresentative of the location of the device to a bitstream of theemergency call or embedding such data within such a bitstream. Signalingthe location of the device enables an efficient and effective deploymentof emergency response resources to the actual location of the emergencyevent.

For example, the software platform may store records of registeredlocations of the devices registered to the software platform. A recordof a registered location of a device may, for example, include at leasta street address and network information usable to identify one or bothof the device or a network device through which the device connects toaccess a network. Responsive to detecting the emergency call, thesoftware platform may search through these records to identify alocation of the current device. The software platform may then transmitthe registered location included in a record of the device to the PSAP.In some implementations, the software platform may determine a currentlocation of the device and compare it to locations within the softwareplatform records. The software platform may then signal the location ofthe device responsive to a determination that the location of the deviceat a time of the emergency call matches a record.

The software platform concurrently routes all of the emergency callsplaced from the devices to the monitoring device and one or more PSAPsincluding the PSAP. For example, different PSAPs may be alerteddepending on the locations of the devices from which multiple emergencycalls are made. However, in some implementations, a computing aspectother than the software platform may cause some or all of the concurrentrouting. For example, the device from which the emergency call is placedmay signal to the software platform to concurrently route the emergencycall. When the software platform may then process that signal todetermine to concurrently route the call to the monitoring device and tothe PSAP. For example, the signal may be or include a syntax elementintegrated within a bitstream for the emergency call.

At 1008, a response to the emergency event which is the subject of theemergency call is coordinated. Because the operator of the monitoringdevice has joined the emergency call, the operator of the monitoringdevice may select to engage with a representative of the PSAP to assistin the response to the emergency event. For example, the operator of themonitoring device may have greater knowledge of the premises then theoperator of the device from which the emergency call was placed. Thisgreater knowledge could potentially assist emergency responders in morequickly or otherwise more efficiently accessing the location of theemergency event or otherwise addressing the emergency event. In someimplementations, the operator of the monitoring device may notparticipate in the emergency call and may instead monitor the call.

At 1010, an alert indicating the emergency event is transmitted to oneor more devices registered with the software platform. The one or moredevices may, for example, include desktop phones, mobile devices,computers, shared devices, or the like. Regardless of whether theoperator of the monitoring device actively participates in the emergencycall, the operator of the monitoring device may cause an alertindicating the emergency event to be transmitted. The alert may betransmitted based on information associated with the emergency event asmay be signaled within the bitstream for the emergency call routed tothe monitoring device and/or indicated verbally by the operator of thedevice or a PSAP representative during the emergency call. For example,the operator of the monitoring device may determine a manner by which toindicate the emergency event to some or all operators associated withthe customer of the software platform based on that information. Forexample, the monitoring device can be used to initiate an alert processwith the software platform to cause the transmission of the alert. Thesoftware platform thus causes the transmission of the alert asdescribed.

In some implementations, at least some of the devices to which the alertis transmitted runs software of the software platform. For example, thesoftware may include one or more of a chat application, a video meetingapplication, a phone call application, or a shared virtual workspaceapplication. As such, the transmission of the alert to the one or moredevices may cause software of the software platform to output a messagerepresenting the alert. For example, some of the devices may becomputers upon which a pop up prompt may be output to display themessage, or which may receive a chat notification including the message.

In some implementations, the transmission of the alert may be accordingto an emergency type for the software platform indicating the manner bywhich to notify operators associated with the customer of the softwareplatform. For example, the emergency type may be one or more emergencytypes defined at the software platform. Each of the emergency types maybe associated with a different type of emergency event (e.g., fire,flood, hazardous material spill, active shooter, etc.). The correctemergency type to use for the emergency call placed by the device may beidentified using the information associated with the emergency event.

In some implementations, the one or more devices to which the alert istransmitted may include at least one digital signage display configuredto output a message representing the alert. For example, a digitalsignage display may be located within the premises of the customer ofthe software platform or external to those premises. In some cases, thedigital signage display may be a display located in a common area of abuilding shared by the customer of the software platform and one or moreother entities. In some such implementations, the message output by theat least one digital signage display may include a map indicating alocation of the emergency event at the premises. For example, the mapmay be a digital map representing the premises, within which a locationof the emergency event, as detected by the software platform, may beindicated such as using one or more annotations to the digital map.

In some implementations, the one or more devices to which the alert istransmitted may include an audio output device, for example, a speaker.For example, the audio output device can receive data representative ofthe alert and output a broadcasted audio message indicative of theemergency event. The audio output device may be located within thepremises of the customer of the software platform or external to thosepremises. In some such implementations, the broadcasted audio messagemay include an indication of the location of the emergency event, forexample, to warn anyone within listening distance to avoid that locationor for anyone stuck in that location to behave in a certain way.

Referring next to FIG. 11 , a flowchart of an example of the technique1100 for identifying location information for emergency events is shown.At 1102, operators of devices registered to a software platform areprompted to verify locations of those devices within a premises of acustomer of the software platform. An operator of a device may, forexample, receive a request to verify a location of the device within thepremises during the process of registering the device with the softwareplatform. Alternatively, an operator of a device may move the devicethroughout the premises to one or more locations therein and verify eachlocation in the premises as it is moved. For example, an operator maywalk into one or more rooms of a premises and then indicate to generatea new data point for each of those one or more rooms.

In some implementations, a location prompted for verification to anoperator of a device may be determined based on information associatedwith a network device through which the device connects to access anetwork. In some implementations, where the network device is unknown tothe software platform, a record for the location within the premises maybe updated to include the information associated with the newly detectednetwork device.

In some implementations, an operator may be re-prompted to laterre-verify the one or more locations. For example, where the softwareplatform determines a change in one or more devices or network devicesto which registered devices connect to access a network, the softwareplatform may request that one or more operators thereof re-verifylocations of their devices within a premises and hence re-verifylocations of the premises itself. In another example, the softwareplatform may ask an operator to re-verify one or more locations withinthe premises on a periodic basis, such as once per month, once per year,or at a different rate.

At 1104, a map of locations for the premises is generated. The map oflocations for the premises may have one or more forms. In some cases,the map of locations may be a two-dimensional or three-dimensional modelof the premises which represents some or all parts (e.g., buildings,floors, suites, rooms, etc.) of the premises. In other cases, the map oflocations may be a simple table or other data store for associatingidentified locations with certain aspects present at the premises. Forexample, upon the verification of a location by an operator of a device,information associated with a network device through which the deviceconnects to access a network, for example, to enable the verification ofthe location within the premises with the software platform, may beobtained. The information associated with the network device may, forexample, include an IP address or BSSID of the network device. Hence,the map of locations may include a list of network information for oneor both of devices registered with the software platform or networkdevices to which ones of the devices connect to access a network.

In some implementations, a network device through which a deviceconnects to access a network may be or include a network switch. Forexample, data associated with the network switch, such as a MAC addressand/or a port identifier, may be used to determine the location of thedevice within the premises, such as for generating the map of locations.The port identifier identifies one or more of a port name, a portnumber, or a port label for a network switch.

At 1106, the map of locations is stored for later use with the softwareplatform. For example, the map of locations may be stored within adatabase or other data store accessible by the customer of the softwareplatform.

At 1108, the software platform detects an emergency call from a deviceregistered with the software platform and located at the premises. Thesoftware platform includes a telephony server for processing VOIP callsfrom registered devices. The software platform thus receives bitstreamsfor the calls and can parse them to determine whether a call is anemergency call.

At 1110, a location of the device is determined using the map oflocations. For example, determining the location of the device using themap of locations may include identifying an IP address or BSSID of anetwork device through which the device connects to access the networkand then comparing that IP address or BSSID to a list of networkinformation stored as part of or in connection with the map oflocations. For example, the map of locations may be searched based oninformation associated with the network device through which the deviceconnects to access a network, such as an IP address or BSSID thereof. Inanother example, determining the location of the device using the map oflocations may include identifying data associated with a network switchthrough which the device connects to access a network. The dataassociated with the network switch may, for example, be, include, orrefer to one or both of a MAC address or a port identifier for thenetwork switch.

At 1112, information associated with the device location is signaled toa PSAP to which the emergency call is routed. The information associatedwith the device location includes information determined using the mapof locations and which is capable of directing an emergency responder tothe location of device, and thus to the location of the emergency event.For example, the information associated with the device location mayinclude one or more of a street address, a building identifier, a floornumber, a suite number, a room identifier, a business name, or the like.The information associated with the current location of the device issignaled to the PSAP by the software platform appending or embedding theinformation associated with the current location of the device to orwithin a bitstream of the emergency call. The PSAP thus receives theemergency call with the signaled device location information and canimmediately begin the process of dispatching emergency responders to theemergency event location accordingly.

In some implementations, the location of the device as determined usingthe map of locations may be used to visually represent a location of theemergency event within a map of the premises. For example, the map ofthe premises may be a two-dimensional or three-dimensional map of thepremises manually or automatically generated for the customer of thesoftware platform. In some such implementations, the map of the premisesincluding the visual representation of the location of the emergencyevent may be output for display, for example, at a digital signagedisplay within or external to the premises, such as to alert operatorsof the software platform, passerby, and/or first responders as to theemergency event and the location thereof.

In some implementations, the map of locations may extend beyond thepremises of the customer. For example, the map of locations can includedata points for locations of devices located within a premises anddevices located external to the premises. In this way, the customer ofthe software platform can build a map of all devices registered for itto the software platform, such as to maintain accurate emergencylocation monitoring for personnel of the customer. In such animplementation, the manner by which the location of the device isverified, determined responsive to the detection of an emergency call,and signaled to a PSAP is the same as described above regardless ofwhether the subject device is located within or external to thepremises.

Referring last to FIG. 12 , a flowchart of an example of the technique1200 for determining location information for devices registered with asoftware platform is shown. At 1202, a network device to which a deviceregistered with the software platform connects to access a network isdetermined. The network device may, for example, be a wireless accesspoint, a network switch, or another network device configured to connectone or more devices to a network. For example, the network device may bedetermined based on a BSSID of the network device, using gatewayinformation obtained from the device, or in a like manner. In anotherexample, where the network device is a network switch, the networkdevice may be determined based on one or both of a MAC address or a portidentifier. The network device may be identified using a networkprotocol suitable for discovering network devices, for example, the linklayer discovery protocol (LLDP).

At 1204, an operator of the software platform is prompted to identify alocation of the device. The location may, for example, be a locationunknown to the software platform. The device may output a user interfaceprompting the operator to input or verify device location informationfor the device. For example, where the software platform recognizes thedetermined network device as being in a particular location within apremises of a customer or external to the premises, the user interfacecan include that location with a request for the operator to verify thatthe device is in fact located there. For example, where the device isexternal to the premises, the software platform may determine one orboth of a street address or business name associated with the expectedlocation of the device using information associated with the determinednetwork device, and the operator may be prompted to verify the streetaddress and/or the business name, as applicable. In another example,where the network device is a network switch, the location of the devicewithin a premises of the customer can be triangulated using the networkswitch, for example, based on a subnet configured for the networkswitch.

In some implementations, the operator of the software platform may beprompted to identify the location of the device before the networkdevice is determined. For example, where the location of the device canbe determined without using information associated with the networkdevice, the order in which the network device is determined and thelocation of the device is identified may be interchangeable.

In some implementations, map information for a premises of the customerof the software platform can be accessed to identify a defined name fora location within the premises. For example, a map of the premises mayhave previously been generated in which different parts of the map havebeen given names and are identifiable based on a network device locatedwithin or nearby those respective parts. In some such implementations,the operator of the device may be prompted to verify that the definedname for a part of the premises the device is expected to be located inactually corresponds to the location of the device.

At 1206, a record of the software platform is generated to indicate thelocation of the device and information associated with the networkdevice. The record is one of a number of records stored by the softwareplatform for detecting locations of devices. Where the software platformalready includes a record for the device at the identified location, anew record will not be generated. Thus, the software platform mayoptionally check existing records for a record of the device at theidentified location before generating the record. Multiple records maybe generated for the same device based on network device connections.For example, a first record may be generated for a device where adetermination is made that the device connects to a network through afirst network device, and a second record may be generated for the samedevice where a determination is made that the device connects to anetwork (e.g., the same network or a different network) through a secondnetwork device. A device location may be considered to be registeredwith the software platform upon the generation of record therefor.

In some implementations, where a record of the device at the identifiedlocation already exists but includes information about a differentnetwork device, the record may be updated to include information aboutthe newly determined network device instead or in addition to thedifferent network device.

At 1208, the software platform detects an emergency call from thedevice. The software platform includes a telephony server for processingVOIP calls from registered devices. The software platform thus receivesbitstreams for the calls and can parse them to determine whether a callis an emergency call.

At 1210, a current location of the device is determined using one ormore records of the software platform. Where PIDF-LO signaling isenabled, responsive to detecting the emergency call, the softwareplatform searches through records of device locations based on someinformation associated with the device, for example, the operatorthereof, a phone number associated therewith, an IP address thereof, aBSSID or MAC address of a network device through which the deviceconnects to access a network (and/or a port identifier where the networkdevice is a network switch), or the like. Upon a record beingidentified, a location of the device as indicated within the record isidentified. The location of the emergency event is considered to be thelocation of the device from which the emergency call was placed at thetime of the emergency call, unless indicated otherwise such as by theoperator of that device. Alternatively, where PIDF-LO signaling is notenabled, an address of public record associated with an ELIN of thedevice from which the emergency call is received is used as the locationof the emergency event. For example, the ELIN of the device may besignaled as an output caller ID number. The PSAP can receive theemergency call and, upon identifying that the caller ID number signaledis the same as the ELIN of the device, perform a database lookup toretrieve the address of record for the device.

At 1212, information associated with the current location of the deviceis signaled to a PSAP. The information associated with the currentlocation of the device includes some location information capable ofdirecting an emergency responder to the location of device, and thus tothe location of the emergency event. For example, the informationassociated with the current location of the device may include one ormore of a street address, a building identifier, a floor number, a suitenumber, a room identifier, a business name, or the like. The informationassociated with the current location of the device is signaled to thePSAP by the software platform appending or embedding the informationassociated with the current location of the device to or within abitstream of the emergency call. The PSAP thus receives the emergencycall with the signaled device location information and can immediatelybegin the process of dispatching emergency responders to the emergencyevent location accordingly.

The implementations of this disclosure can be described in terms offunctional block components and various processing operations. Suchfunctional block components can be realized by a number of hardware orsoftware components that perform the specified functions. For example,the disclosed implementations can employ various integrated circuitcomponents (e.g., memory elements, processing elements, logic elements,look-up tables, and the like), which can carry out a variety offunctions under the control of one or more microprocessors or othercontrol devices. Similarly, where the elements of the disclosedimplementations are implemented using software programming or softwareelements, the systems and techniques can be implemented with aprogramming or scripting language, such as C, C++, Java, JavaScript,assembler, or the like, with the various algorithms being implementedwith a combination of data structures, objects, processes, routines, orother programming elements.

Functional aspects can be implemented in algorithms that execute on oneor more processors. Furthermore, the implementations of the systems andtechniques disclosed herein could employ a number of conventionaltechniques for electronics configuration, signal processing or control,data processing, and the like. The words “mechanism” and “component” areused broadly and are not limited to mechanical or physicalimplementations, but can include software routines in conjunction withprocessors, etc. Likewise, the terms “system” or “tool” as used hereinand in the figures, but in any event based on their context, may beunderstood as corresponding to a functional unit implemented usingsoftware, hardware (e.g., an integrated circuit, such as an ASIC), or acombination of software and hardware. In certain contexts, such systemsor mechanisms may be understood to be a processor-implemented softwaresystem or processor-implemented software mechanism that is part of orcallable by an executable program, which may itself be wholly or partlycomposed of such linked systems or mechanisms.

Implementations or portions of implementations of the above disclosurecan take the form of a computer program product accessible from, forexample, a computer-usable or computer-readable medium. Acomputer-usable or computer-readable medium can be a device that can,for example, tangibly contain, store, communicate, or transport aprogram or data structure for use by or in connection with a processor.The medium can be, for example, an electronic, magnetic, optical,electromagnetic, or semiconductor device.

Other suitable mediums are also available. Such computer-usable orcomputer-readable media can be referred to as non-transitory memory ormedia, and can include volatile memory or non-volatile memory that canchange over time. A memory of an apparatus described herein, unlessotherwise specified, does not have to be physically contained by theapparatus, but is one that can be accessed remotely by the apparatus,and does not have to be contiguous with other memory that might bephysically contained by the apparatus.

While the disclosure has been described in connection with certainimplementations, it is to be understood that the disclosure is not to belimited to the disclosed implementations but, on the contrary, isintended to cover various modifications and equivalent arrangementsincluded within the scope of the appended claims, which scope is to beaccorded the broadest interpretation so as to encompass all suchmodifications and equivalent structures as is permitted under the law.

What is claimed is:
 1. A method, comprising: detecting an emergency callfrom a first device registered with a unified communications as aservice (UCaaS) software platform, wherein a location of the firstdevice is determined using the UCaaS software platform; and concurrentlyrouting the emergency call to a public safety answering point and to amonitoring device registered with the UCaaS software platform to enablean operator of the monitoring device to join the emergency call and tojoin other devices registered with the UCaaS software platform to theemergency call.
 2. The method of claim 1, wherein the UCaaS softwareplatform facilitates a coordination of a response to an emergency eventassociated with the emergency call between the public safety answeringpoint and one or more of the first device and the monitoring device. 3.The method of claim 1, wherein the concurrent routing of the emergencycall to the public safety answering point and to the monitoring deviceenables the operator of the monitoring device to join the emergency callby actively participating in the emergency call with the public safetyanswering point.
 4. The method of claim 1, wherein the concurrentrouting of the emergency call to the public safety answering point andto the monitoring device enables the operator of the monitoring deviceto join the emergency call by monitoring the emergency call withoutactively participating in the emergency call.
 5. The method of claim 1,wherein concurrently routing the emergency call to the public safetyanswering point and to the monitoring device comprises: creating a firstsession initiation protocol invite for a first call to the public safetyanswering point; creating a second session initiation protocol invitefor a second call to the monitoring device; and merging the first calland the second call responsive to acceptances of the first sessioninitiation protocol invite and the second session initiation protocolinvite.
 6. The method of claim 1, comprising: causing a transmission ofan alert indicating an emergency event associated with the emergencycall to one or more second devices associated with the UCaaS softwareplatform.
 7. The method of claim 1, wherein the location of the firstdevice is determined based on a known location of a network devicethrough which the first device connects to access a network.
 8. Themethod of claim 1, comprising: signaling the location of the firstdevice to the public safety answering point within the emergency call.9. A non-transitory computer readable medium storing instructionsoperable to cause one or more processors to perform operationscomprising: detecting an emergency call from a first device registeredwith a unified communication as a service (UCaaS) software platform,wherein a location of the first device is determined using the UCaaSsoftware platform; and concurrently routing the emergency call to apublic safety answering point and to a monitoring device registered withthe UCaaS software platform to enable an operator of the monitoringdevice to join the emergency call and to join other devices registeredwith the UCaaS software platform to the emergency call.
 10. Thenon-transitory computer readable medium of claim 9, the operationscomprising: responsive to detecting the emergency call, determining thelocation of the first device based on one or more location recordsassociated with a premises associated with the UCaaS software platform.11. The non-transitory computer readable medium of claim 9, wherein theconcurrent routing of the emergency call to the public safety answeringpoint and to the monitoring device enables the operator of themonitoring device to join the emergency call by actively participatingin the emergency call with the public safety answering point or bymonitoring the emergency call without actively participating in theemergency call.
 12. The non-transitory computer readable medium of claim9, the operations comprising: causing a digital signage display at thelocation of the first device to output a message indicating an emergencyevent associated with the emergency call.
 13. The non-transitorycomputer readable medium of claim 9, wherein the operations forconcurrently routing the emergency call to the public safety answeringpoint and to the monitoring device comprise: converting the emergencycall from a two-way call between the first device and the public safetyanswering point to a three-way call between the first device, the publicsafety answering point, and the monitoring device based on a new sessioninitiation protocol transaction formed with the monitoring device. 14.The non-transitory computer readable medium of claim 9, wherein theoperations for detecting the emergency call comprise: automating theemergency call from the first device based on output produced by asensor at a premises associated with the first device indicating anemergency event associated with the emergency call.
 15. An apparatus,comprising: a memory; and a processor configured to execute instructionsstored in the memory to: detect an emergency call from a first deviceregistered with a unified communications as a service (UCaaS) softwareplatform, wherein a location of the first device is determined using theUCaaS software platform; and concurrently route the emergency call to apublic safety answering point and to a monitoring device registered withthe UCaaS software platform to enable an operator of the monitoringdevice to join the emergency call and to join other devices registeredwith the UCaaS software platform to the emergency call.
 16. Theapparatus of claim 15, wherein the processor is configured to executethe instructions to: facilitate a coordination of a response to anemergency event associated with the emergency call between the publicsafety answering point and one or more of the first device and themonitoring device.
 17. The apparatus of claim 15, wherein, toconcurrently route the emergency call to the public safety answeringpoint and to the monitoring device, the processor is configured toexecute the instructions to: concurrently route the emergency call tothe public safety answering point and to the monitoring device based onthe first device signaling to concurrently route the emergency call. 18.The apparatus of claim 15, wherein the processor is configured toexecute the instructions to: cause a digital signage display at thelocation of the first device to display a map showing a location of anemergency event associated with the emergency call.
 19. The apparatus ofclaim 15, wherein the processor is configured to execute theinstructions to: determine one or more second devices to which totransmit an alert indicative of an emergency event associated with theemergency call based on an emergency type associated with the emergencyevent.
 20. The apparatus of claim 15, wherein the location of the firstdevice is signaled to the public safety answering point within apresence information data format location object tag.